Refund policy
Return & Refund Policy
Thank you for shopping at My-Chow (mychow.co.uk). If you are not entirely satisfied with your purchase, we are here to help.
1. Right to Cancel & Returns Window
Under the UK Consumer Contracts Regulations, you have the right to cancel your order and return goods within 14 days of receiving your items for a full refund.
To be eligible for a return:
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Items must be unused, unopened, and in the original packaging.
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Items must be in a resalable condition.
2. Non-Returnable & Perishable Items
Due to health, hygiene, and safety regulations regarding pet food and consumables, certain items cannot be returned unless faulty:
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Opened food, treats, or supplements.
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Items with broken protective seals.
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Personalised or custom-made goods.
3. Damaged or Faulty Goods
If your item arrives damaged, defective, or incorrect, please notify us within 48 hours of delivery.
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Contact us with your order number, details of the issue, and clear photographs of the damage.
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If confirmed faulty, we will arrange a full refund, replacement, or store credit, including covering any reasonable return shipping fees.
4. How to Initiate a Return
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Contact us with your order reference and details of the item(s) you wish to return.
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Package the item securely to prevent damage in transit.
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Post the item to our designated returns address. (Note: Return shipping costs are the responsibility of the customer unless the item is faulty or delivered in error.)
5. Refunds Process
Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
If approved, your refund will be processed automatically to your original method of payment within 5 to 10 working days, depending on your card issuer's policies.
6. Contact Us
For any questions regarding returns, refunds, or exchanges, please get in touch via our website contact form or customer support team.